Coleman Furniture

Deception...
When I ordered my dining room furniture from Coleman, they attempted to deliver damaged and poorly repaired furniture vs. the new furniture ordered. The order was over $5,000. I am not being picky when I state that the furniture was poorly repaired. One (1) inch gaps in buffet seams due likely to being dropped, doors cracked in half, three (3) inch chunks of wood missing in the pedestal, chairs so unstable you could never sit in one, etc...
What you will hear when you attempt to resolve in good faith..
Lies, stall tactics, deception. They will try everything to get the damaged furniture into your house. DON'T LET THEM !!
You will never be able to address any issues after this point.
[redacted]

Overall I had a good experience with Coleman Furniture until I found out my mirror cannot attach to my dresser. It took several follow up phone calls, and a week for a representative to get back with me. Yes, they said they would change the product advertising, but it didn't help me as it was too late. Who has ever heard of a dresser mirror not attached to the dresser? A wall mirror only, seriously?? No mentioning of this slight issue in any of the product description and EVERY photo of the product shows it directly mounted to the dresser. Problem is, I have a barn door and cannot install a wall mirror, but no one seemed to care, just the horrible 'manager' customer representatives apologizing with all my concerns (no solutions) only to eventually offer a $10 fix for supports that they couldn't even pay for since it was their False advertising!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[redacted]
 
We are committed to correcting this issue, and as customer confirmed, we are sending over another medic to resolve.
 
Sharon M[redacted]
Coleman Furniture

[redacted]
 
Customer contacted us during delivery when having an issue with the furniture. Customer was offered and accepted a $150.00 credit on the order - to keep as is. Later customer wanted to send back furniture - which was not possible once accepting the keep as is...

offer.We have worked hard to resolve outstanding issues on this order - but we do have limited options, as the credit was processed and agreed upon by customer.
 
Sharon M[redacted]
Coleman Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have not yet received the recliner so I am unable to confirm that it has been repaired and is functional or without defect.
I am agreeable to the businesses proposal of waiving the re-delivery fee and having the recliner redelivered to me in working condition at no additional charge. If the moving company was able to repair the recliner during dissassembly or reassembly and it is currently in working order, I am ready to arrange a date and time for delivery. After delivery, I can update all parties and confirm the condition of the recliner.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
We apologies for issues on this order. Delivery is scheduled and has been confirmed with the customer for 12/*/15. We strongly hope that this will resolve all outstanding issues on this order.
Sharon M[redacted]
Coleman Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The repair made it look worse than the original. I am simply asking for the repair to be done again OR replace the couch. The pictures attached show the poor work done by the technician. And no one contacted me with a $100 compensation after I complained about the repair.Thank you.[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

1. I was told the sofa would be delivered within 3 weeks. 
2. The company representative asked me to send pictures of the damaged areas and I did. Final photo was sent and received on 1/**/16. 
3. There was no communication with the company at all. On 1/**/16 I emailed them asking for an update and was told they reached out to the manufacturer for replacement material but had no update at the time(1/**/16)
4. 1/**/16 received email saying no eta on shipping info of replacement material.
5. 1/**/16 I received a package from the manufacturer containing full replacement sheets of material and no other instructions. 
6. 1/**/16 I received email stating my replacement material was shipped and delivered and a representative from the shipping company would contact me for a time to pick up the sofa.
7. I told them that was unacceptable and didn't want to be left without a sofa while it was being repaired and transported by the same company that damaged it in the first place.
8. The shipping company called me to set up a time anyways and I told them not to come. I get a call from the driver saying he is en route to pick up my sofa and I told him I cancelled the pick up the week before.
Not once was I asked how I would like the situation resolved. They just ordered new material and send it to my house. After I tell the company I don't want my sofa picked up for repair they still have the shipping company send a driver. Now they tell me they will send a repair technician for a home visit who I am expecting to show up unannounced. After my experience I did some research and found that my experience is the norm and not the exception. All this could have been avoided if they just gave me an option to what I wanted. I would have been happy with a partial refund and everyone would have been happy.    
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The amount of compensation offered (first $25 now $50) is insufficient due to the fact that my out of pocket expenses alone in dealing with this mess equal $135. $100 for half a days lost wages for a second time window to retrieve the defective drawers, $20 spent on drawer handles so the bed could be used while I wait for the matching replacement handles to arrive, (so far nearly 3 weeks and still did not receive them as of 6/**), and $15 for my trash hauler to remove the tons of packaging materials the second set of (handleless) drawers came in. The balance of what I am requesting is to compensate me for the fact that after all this time spent repeatedly calling, emailing, and awaiting replacement drawers, I am still left with a DEFECTIVE product as the second set of drawers they sent me also do not close completely!! I currently find myself in the same situation as the first day the bed was delivered nearly two months ago, only now the ill fitting drawers are also missing the handles.  After reading many negative customer reviews about this company (too late) I  believe they sell factory seconds to unsuspecting customers and hope no one complains about the poor quality or are deterred from returning the defective merchandise by the excessive restocking fees they charge. Bottom line, a storage bed is purchased with a specific purpose in mind and if the drawers do not fit and function properly, the piece of furniture is not meeting it's intended purpose. My request for a refund in the amount of $300 stands.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
Coleman Furniture understands the customer is upset and frustrated in regards to their order.  Due to the nature of Furniture we never promise...

customers a guaranteed delivery date when placing their orders.  That being said, the customers order is currently at the local delivery company and is able to be delivered to them.  The customer has advised they want to cancel their order instead of accepting delivery and as such there would be fees that are associated with the cancellation.  Coleman Furniture will work with the customer to get their item delivered.

[redacted]
 
The delivery company scheduled the customers delivery with the customer for 4/*/16.  At the time of delivery the drivers contacted the customer and he advised he was unable to accept delivery and would not be able to do so for another 2 hours.  Drivers are not able to wait for extended periods of times past the delivery time frame and advised the customer he would have to reschedule.  The missed delivery and re-delivery fee is $80.00 and the customer is responsible for that.  Coleman Furniture has already waived one fee and can not waive any additional fees.  Item is ready for delivery as soon as customer pays fees.
 
Sharon M[redacted]
Coleman Furniture

We found a sofa that we wanted which happened to be available on multiple websites. Coleman had the item listed as in stock with a deliver of 2-4 weeks. Even though they were slightly more expensive than some of the competitors we went with them because a fast timeline was very important to us. A few days after we placed the order they called to tell us that the item was on back order (although it was still listed as in stock on their website) so it was going to be 6 weeks. At 5 weeks they had still not contacted us to set up a delivery time so we reached out to them and were told that it would be an additional 2-4 weeks. Again, the item was still listed as in stock on the website. To get the manager to call me back it took 4 phone calls over 3 days. When she called back she was very rude, not helpful at all and told me that this is just what happens with furniture. We cancelled our order and got the same sofa for less money in 2 weeks from one of their competitors. Coleman furniture was a huge waste of time and extremely frustrating to work with, do not waste your time.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Last I heard the 'missing' parts were still in transit and the delivery company confirms that they do not have the items on hand, so please inform me how this order is ready for delivery. Unless you've contacted the delivery company and told them not to contact me I'm still in the dark about this. Why do I have to reach out to everyone at every step of this process? Last I was told by Coleman Furniture, the manufacturer was shipping this item out last week but unless I see a shipping number or pictures from the delivery company I have zero faith that this information is accurate and is little more than a stalling tactic. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]Customer was continuously advised of back order and shipping status of items.  Order arrived at delivery company August * and had damages.   Customer was advised of what was happening and was advised that as the replacement item was due to the hub shortly that we would not...

do a split shipment.  Nobody at Coleman ever advised customer of a delivery date.  Customer was offered a split delivery and declined due to the fact that she did not want items that had been restored.  We advised customer that items were at 100% manufacturer specifications and that we could deliver.  Customer has advised that she no longer wants to speak to us and that she will be disputing her order.  We have offered the customer a discount to keep as is and accept delivery.  Customer has declined.At this time it is an open dispute. Once the bank confirms - we will be able to resolve further.Sharon M[redacted]Coleman Furniture

[redacted]
Coleman Furniture understands that the customer is frustrated.  We understand that the item was packaged incorrectly by the manufacturer...

and that the customer has an incomplete bed set.  We have reached out to the manufacture and the correct item has been sent to the customer.  The customer is scheduled for delivery of the correct items for 10/*/16.
Sharon M[redacted]
Coleman Furniture

[redacted],The sectional delivered to the customer was as sold and as advertised on our website. In regard to connectors - the manufacturer no longer provides them, and this isn't listed in the description. We are willing to work with customer to offer a 100.00 discount on the order - and...

customer can get connectors added if they would like. We are committing to getting this corrected so that customer can find resolution in this.Sharon M[redacted]Coleman Furniture

[redacted]
The email that the customer has referenced states:  "generally" takes about a week.  That in no way is a solid time frame as transit times vary.  We have however verified that the item has arrived at the local delivery company today.  They will be inspecting it and customer will be called within 72 hours to schedule his delivery.
 
Sharon M[redacted] 
Coleman Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
 
 I will check my email because I know for sure I contacted them before the first year was up. Never the less the bed frame and the leather is damaged and has not help us as it should have. In my warranty clearly states the frame and leather are covered and so is my entire purchase. So at this time I demand a full replacement. And just so you know I am pretty positive I have saved emails from Coleman about the mattress back in 2013. Like I stated before my warranty does cover this all and what they are saying is a lie I have notified them of all problems the fact is the people that I did speak to at the time are no longer with their company they should keep better records I do. Anyway the fact remains I still have an existing warranty and it is all covered so do why did I pay for a warranty if they will not accept it. I want a direct replacement sofa bed.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

If I "accept" Coleman's response then it states that the issue has been resolved. I had to check "decline" only because that's the only other option. It also states that I MUST respond so I wasn't quite sure what to do.
As stated by both myself and Coleman, we look forward to getting the issue resolved once the proper materials are sent and then repaired. Thank you
[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]